Principal Telecom Engineer

ibex; Lahore; On-site; PKR 4,000,000 - 7,000,000; Full time

Job summary

ibex is seeking a Principal Telecom Engineer to lead the Genesys Cloud team, guiding delivery of implementation, migration, managed services, and support engagements across telecom and contact center technologies. You will ensure SLA compliance and customer satisfaction while shaping strategic delivery across global clients.

The role demands strong leadership, deep Genesys Cloud expertise, and a proven track record in enterprise deployments, integrations, and governance.

Qualifications

• Bachelor’s degree in IT, CS, Telecom or related field.
• 10+ years in Contact Center and Telecom.
• Minimum 5 years leading technical teams in customer-facing environments.
• Extensive experience delivering enterprise Contact Center solutions.
• Proven experience managing implementation and managed service teams.
• Proficient knowledge of Genesys Solutions including Telephony, Contact Center, Integrations, Reporting, Analytics, and more.

Responsibilities

• Lead, coach, and develop a Genesys Cloud team to drive accountability and growth.
• Oversee day-to-day operations including workload planning and performance management.
• Own successful delivery of Genesys Cloud implementations, migrations, managed services, and support engagements.
• Monitor KPIs, SLAs, risks, and provide regular reports to management and customers.
• Drive ITIL-aligned governance, security, and process standardization.
• Build and maintain relationships with customers, partners, and internal stakeholders.
• Serve as escalation point for complex issues and ensure high customer satisfaction.

Skills

Genesys Cloud

People leadership

Project delivery

Customer engagement

Technical governance

Education

Bachelor’s degree in IT/CS/Telecom

Master’s degree in CS/Telecoms (plus)

Job description

Overview

ibex. is an elite CX outsourcer for the world’s startups, scale‑ups, and blue‑chips. We build powerful customer engagement & insight solutions to help protect client investment, mitigate financial & operational risk, and accelerate ROI. The Principal Telecom Engineer is responsible for leading the Telecom and Contact Center Engineering team while ensuring successful delivery of implementation, support, managed services, and consulting engagements. This role is accountable for team performance, customer satisfaction, operational excellence, technical governance, project delivery, and continuous improvement across all telecom technologies with a strong focus on Genesys Cloud. The successful candidate will combine strong technical expertise with people leadership, strategic planning, customer engagement, and operational management to ensure service quality, SLA compliance, and business growth.

Responsibilities

• Lead, coach, and develop a high‑performing Genesys Cloud team by fostering accountability, collaboration, continuous learning, and professional growth.
• Manage day‑to‑day team operations, including workload distribution, resource planning, performance management, and technical capability development.
• Own the successful delivery of Genesys Cloud implementation, migration, managed services, and support engagements, ensuring projects are delivered on time, within scope, budget, and quality expectations.
• Monitor project health, operational KPIs, SLAs, customer commitments, resource utilization, risks, and dependencies, providing regular management and customer reports.
• Drive operational excellence through process standardization, automation, continuous improvement, and adherence to ITIL processes, governance, security policies, and organizational standards.
• Build and maintain strong relationships with customers, partners, vendors, and internal stakeholders while leading governance meetings, project reviews, and executive communications.
• Serve as the primary escalation point for complex technical and operational issues, ensuring timely resolution and high levels of customer satisfaction.
• Act as the technical authority for Genesys Cloud and Contact Center solutions by reviewing solution architectures, implementation strategies, technical documentation, MOPs, and best practices.
• Provide expert guidance for complex deployments, integrations, migrations, troubleshooting, and enterprise solution design across Genesys Cloud technologies.
• Identify, analyze, and resolve complex business communication and Contact Center platform issues while driving proactive capacity planning and solution optimization.
• Support business growth by developing technical proposals, Statements of Work, solution designs, effort estimations, and implementation strategies based on customer requirements.
• Design, implement, and support enterprise telephony solutions, including Private/Public SIP trunks, carrier integrations, third‑party ACDs, and multi‑region Genesys Cloud deployments utilizing Global Media Fabric.
• Ensure Contact Center platforms are designed and maintained in compliance with PCI DSS, HIPAA, FedRAMP, and other applicable security and regulatory standards.
• Provide technical leadership for enterprise integrations involving REST APIs, HTTP/JSON, Active Directory, CRM, ERP, third‑party applications, IVRs, agent scripts, and software architecture.
• Develop customer test plans, user acceptance test plans, and implementation documentation to support successful project delivery.
• Coordinate with telecom carriers, vendors, and third‑party partners to maintain service availability, SLA compliance, and operational continuity.
• Apply strong networking and telecommunications expertise, including TCP/IP, SIP, WAN, and telecom infrastructure, to support scalable and resilient Contact Center solutions.

Accountable for

• Team performance and productivity.
• Service delivery quality.
• SLA compliance.
• Customer satisfaction.
• Project delivery success.
• Technical quality and governance.
• Knowledge management.
• Team capability development.
• Escalation management.
• Process compliance.
• Continuous service improvement.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.
• 10+ years of Contact Center and Telecom industry experience.
• Minimum 5 years of experience leading technical teams in a customer‑facing environment.
• Extensive experience delivering enterprise Contact Center solutions.
• Proven experience managing implementation and managed service teams.
• Profound knowledge of Genesys Solutions with Administration or Implementation experience in Telephony, Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management (call recording), call routing, performance management, email, chat, SMS, social, co‑browse, workforce engagement & management, interactive voice response, voice & digital bots, and AppFoundry Partners.
• Insightful understanding of all Genesys products with multiple use cases across multiple industries.
• Excellent verbal and written communication skills.
• Strong presentation and executive communication abilities.
• Excellent analytical and problem‑solving skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong organizational and planning skills.
• Collaborative leadership style.
• High emotional intelligence.
• Ability to influence cross‑functional teams.
• Self‑motivated, proactive, and results‑oriented.
• Demonstrates integrity, professionalism, transparency, and accountability.
• Leads by example while fostering a culture of ownership, innovation, respect, and continuous improvement.

Education & Certifications

• Bachelor’s degree in IT, CS, Telecoms or related field.
• Master’s degree in CS, Telecoms is a plus.
• Any Genesys Cloud Certification is a plus.
• Any other Contact Center Technology Solutions knowledge or certification is a plus.